Track: Occupational Safety and Health (OSH)

Abstract

This study aims to determine and analyze the Effect of Quality of Service and Facilities on Patient Satisfaction through the Image of the Public Health Centre at Totoli Health Centre, Majene Regency. This research was carried out at the Majene Regency Totoli Health Centre, using a causality design with a quantitative approach. The collection technique uses observations, interviews, questionnaires, and documentation, while the data analysis used is path analysis. The population in this study is all outpatients who have visited the Majene Regency Totoli Health Centre in the last six months, as many as 312 people, sampling using accidental sampling techniques; the final sample obtained as many as 175 people. The study results showed that patient satisfaction at the Majene Regency Totoli Health Centre was influenced by the quality of service, including continuity, fairness, ease of access, affordability, and quality. The quality of service at the Majene Regency Totoli Health Centre includes the main elements that support the implementation of good benefits for the community. Still, the quality of service is not the only element of consideration for patients. Still, the completeness and comfort of the Public Health Centre facilities are also a consideration. The Image of the Public Health Centre as a value owned by the Public Health Centre is obtained with better quality of service and facilities. In indirect influences, the Public Image of Public Health Centre variable becomes a moderation variable that affects patient satisfaction quality of services and facilities. However, the results obtained get a low coefficient value due to differences in public perception (patients) in assessing services and dynamic patient traits that sometimes affect the services provided by the Public Health Centre. The different thing in this study is to explore the community's views (patients) to assess the quality of service and facilities. And Image of the Public Health Centre because what is considered good and complete by the service provider (in this case, Public Health Centre) does not necessarily get the same assessment from patients.